Staff Product Manager, AI Experiences

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Emerging Technology Group
Emerging Technology Group (ETG) is ServiceNow's Digital Technology (DT) internal incubation group. Being customer zero for ServiceNow products we ensure the products works for us internally and delivers value as it gets in hands of our customers. As Customer Zero we implement all our technology workflows and deliver the best experience. With AI everywhere we are in charge of AI Experiences which cut across the enterprise like Search, Conversational Interfaces, Automation, and helping our DT developers to be productivity to build enterprise grade products on ServiceNow Platform.
We are focused on accelerating innovations and developing new concepts, forward-thinking solutions and products leveraging ServiceNow's Intelligent platform and the best industry standards.
If you enjoy learning, growing and making an impact, you will love being in this role. You get exposure to every facet of the enterprise and can make a meaningful impact on both the business and on the people who work here. You will face new obstacles and priorities every day, which can be invigorating and push the boundaries of your thought process.
About the Role:
We are seeking an AI Search Data Product Manager to lead efforts in driving search quality improvements across ServiceNow's AI-powered enterprise search experiences. You will focus on ensuring our search solutions deliver fast, accurate, and contextually relevant results by driving content-related requirements and leveraging data-driven insights to optimize search relevance. In this role, you will collaborate with stakeholders across the organization to align search capabilities with business needs, ensuring our platform supports seamless knowledge discovery. You will also play a key role in crafting compelling data stories to communicate the value of search improvements and secure buy-in for your vision.
Key Responsibilities:

• Content Requirements for Search: Define and drive content-related requirements that enhance search quality, including metadata, tagging standards, and content structures that improve discoverability and relevance. Partner with content teams to align on strategies that optimize search performance.
• Search Relevance Optimization: Use AI/ML techniques to refine search relevance and ranking. Collaborate with data scientists and engineers to fine-tune algorithms and improve contextual search outcomes.
• Data Storytelling: Translate complex data and search performance metrics into compelling narratives for technical and non-technical audiences. Use data-driven stories to illustrate the impact of search improvements and inform strategic decisions.
• Search Insights & Monitoring: Analyze user behavior, query patterns, and feedback to uncover opportunities for improvement. Establish systems to continuously monitor search performance and iterate on solutions.
• Search Experimentation: Develop and implement experimentation strategies to validate and refine search improvements. Use insights to guide future enhancements.
• Cross-Functional Collaboration: Partner with engineering, design, and analytics teams to ensure search experiences are intuitive, efficient, and aligned with organizational goals.
• Search Workflow Integration: Collaborate on integrating search with broader intelligent workflows, including conversational AI and automation tools, to streamline knowledge discovery and enhance productivity.
• User Advocacy: Champion the needs of end users by incorporating feedback into search enhancements and ensuring solutions provide meaningful value.
• Strategic Roadmapping: Develop and maintain a roadmap for search improvements, balancing quick wins with long-term goals to support evolving business and user needs.

Qualifications

• Experience: 8+ years in a Product Management role focused on search technologies, AI/ML, or data-driven product roles.
• Content Strategy Expertise: Experience defining content-related requirements to improve search relevance and discoverability, such as metadata optimization and content tagging standards.
• Search Expertise: Proven experience improving search quality through AI/ML relevance tuning, contextual search optimization, and data analysis.
• Data Proficiency: Strong analytical skills and experience using data tools to derive insights, measure performance, and inform product decisions.
• Stakeholder Management: Demonstrated ability to build strong partnerships across diverse teams, ensuring alignment and delivering business-focused solutions.
• Data Storytelling: Exceptional ability to communicate the value of search improvements through data-driven narratives tailored to diverse audiences, including senior leaders.
• Technical Acumen: Familiarity with search platforms, AI/ML frameworks, and relevance-ranking algorithms. Experience with technologies like Elasticsearch, Solr, or equivalent is a plus.
• Communication Skills: Strong verbal and written communication skills, with experience presenting to senior leaders and leading cross-functional teams.
• Problem-Solving: A user-centered approach to tackling complex challenges with innovative and data-informed solutions.
• AI/ML Knowledge: Understanding of AI-powered search technologies and natural language processing (NLP) concepts is highly desirable.

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
For positions in this location, we offer a base pay of $158,500 - $277,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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